Can't transfer incoming calls

[superlative]

Hi.

I am having some major issues with the setup of 3CX in relation to call transfering.

I have a VOIP provider as engin in Australia.
Telephone handsets are Yealink T21P. They are all setup via auto provision.

If Phone A calls out to a mobile or landline, Phone A on the network can then press hold, and they hear hold music, or press transfer and transfer the call they made to another extension with no issues.

The problem is if there is an INCOMING call, when Phone A press's hold - the line goes dead.
If Phone A trys to transfer the call to an extension, the caller ends up getting another call straight out to them rather than the call being transfered.

Below are my settings on the provider setup. Any help appreciated. Something is obviously missing or not right.
To confirm - if a call is STARTED from the 3CX network phones as an outgoing, we can hold the call or transfer it. But an INCOMING call the hold goes dead with no music, and cant transfer the call it just starts an outgoing call to the caller ID number that the caller is calling in from.

 

[superlative]

 

[jmooo]

Just an idea....you probably already tested this..
When I had similar trouble my spa504g's I found my snom320's worked perfectly for same process..
Thus can you test with another set?

 

[superlative]

I don't have another brand of telephones to try unfortunately

 

[superlative]

anyone? i am stuck here.

 

[complex1]

Personally I don’t think there is something wrong with the 3CX server, because you can make and receive calls successful.

There is only a problem when you receive a call and place this call in Hold or want it to transfer, right?
I think the connection is broken when you place the call on hold, so can you provide the activity log when you place the call on hold?

To eliminate your T21P what you can try is to install the 3CX softphone on a notebook, then make an incoming call, accept the call, place this call on hold and see if there is a MOH.

 

[superlative]

Hi Complex1.

Okay so I have done more and more testing.

If I use 3CX phone on my iPhone for the extension and enter the details, then make an call to the DDI of this extension, my mobile rings in 3CX Mobile and I am able to put the call on hold or transfer.

So therefore, the issue is purely with the handset - a Yealink T21P.
Each handset is setup via auto provision.

The handset when making a call originating from the handset to the outside, you can put the call on hold, or forward the call fine.
But if the handset receives an outside call to the handset, if you press hold or transfer - it just pauses the call with no hold music, and calls the external caller on a new line and you can't get the call back.

Please see below log. I believe the problem is the device not being identified when it receives an incoming call.

Below is a copy of the Activity log.
In the below I call from mobile 0420XXXXXX to a DDI 038652XXXX, which rings extension 56.
When extension 56 answers, the staff member presses the transfer button, types extension 50 and presses the transfer button again to send it off. When the transfer button is pressed, it calls my mobile 0420XXXXXX (the number I called in on). Whether the hold button is pressed or transfer, the same outcome happens with it just placing a call to the caller ID number.

06-May-2015 14:42:38.489 [CM503007]: Call(C:2891): Extn:56 has joined, contact <sip:[email protected]:2053>
06-May-2015 14:42:38.489 [CM503007]: Call(C:2891): Line:10000<<0420XXXXXX has joined, contact <sip:[email protected]:5060>
06-May-2015 14:42:38.488 L:2891.2[Extn] has joined to L:2891.1[Line:10000<<0420XXXXXX]
06-May-2015 14:42:38.488 [CM503022]: Call(C:2891): Call recording is started, audio file: R:\56\[03869XXXX%3A]_0420XXXXXX-56_20150506144238(2891).wav
06-May-2015 14:42:34.296 [CM503025]: Call(C:2891): Calling T:Extn:56@[Dev:sip:[email protected]:2053] for L:2891.1[Line:10000<<0420XXXXXX]
06-May-2015 14:42:34.253 [CM503027]: Call(C:2891): From: Line:10000<<0420XXXXXX ("038692XXXX:" <sip:[email protected]:5060>) to T:Extn:56@[Dev:sip:[email protected]:2053]
06-May-2015 14:42:34.253 [CM503004]: Call(C:2891): Route 1: from L:2891.1[Line:10000<<0420XXXXXX] to T:Extn:56@[Dev:sip:[email protected]:2053]
06-May-2015 14:42:34.253 [CM505003]: Provider:[engin] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:[email protected]:5060]
06-May-2015 14:42:34.251 [CM503001]: Call(C:2891): Incoming call from Line:10000<<0420XXXXXXto <sip:[email protected]:5060>
06-May-2015 14:42:34.249 Line limit check: Current # of calls for line Lc:10000(@engin[<sip:[email protected]:5060>]) is 2; limit is 10
06-May-2015 14:42:34.245 [CM503012]: Inbound any hours rule (038692XXXX) for 10000 forwards to DN:56

 

[complex1]

So therefore, the issue is purely with the handset - a Yealink T21P.

Indeed. It looks like the Yealink T21P is causing the issue.
Sorry, but I am not a Yealink specialist. Can’t help you with this.
One thing you can try is factory default the Yealink, upgrade to the supported firmware and re-provisioning the phone.
I hope this will solve the issue.
Maybe other forum members or the Yealink forum can help you further.

Good luck.